Vantor is forging the new frontier of spatial intelligence, helping decision makers and operators navigate what's happening now and shape what's coming next. Vantor is a place for problem solvers, changemakers, and go-getters-where people are working together to help our customers see the world differently, and in doing so, be seen differently. Come be part of a mission, not just a job, where you can: Shape your own future, build the next big thing, and change the world.
To be eligible for this position, you must be a U.S. Person, defined as a U.S. citizen, permanent resident, Asylee, or Refugee.
Export Control/ITAR: Certain roles may be subject to U.S. export control laws, requiring U.S. person status as defined by 8 U.S.C. 1324b(a)(3).
Please review the job details below.
Ability to obtain and maintain a TS/SCI or other customer-specific security clearance may be required, depending on the assignment.
Position Summary
The Service Desk & Deskside Support Analyst is a customer-focused first point of contact for internal technology support. This role receives, records, prioritizes, troubleshoots, and resolves incidents and service requests across the organization, providing clear communication and dependable follow-through from initial contact through resolution.
The analyst provides both remote and on-site support for end-user devices, applications, accounts, collaboration tools, and workplace technology services. The role follows corporate policies, security requirements, standard operating procedures, industry best practices, and service-level agreements (SLAs), escalating issues to specialized support teams when appropriate.
Essential Duties and Responsibilities
Service Desk Operations
- Manage inbound and outbound calls, chats, emails, and tickets in a timely, professional, and customer-oriented manner.
- Identify user needs, clarify symptoms and business impact, and provide accurate solutions or workarounds.
- Use approved scripts, knowledge articles, troubleshooting guides, and diagnostic tools to resolve common issues at first contact.
- Create, categorize, prioritize, update, and close incidents and service requests in accordance with team workflows and SLAs.
- Monitor ticket queues, aging items, escalations, and service-level performance; communicate status and next steps to customers.
- Escalate incidents requiring specialized expertise while retaining ownership and ensuring complete handoff information.
Deskside and Endpoint Support
- Provide on-site and remote support for Windows and macOS workstations, laptops, monitors, docking stations, printers, peripherals, and mobile devices.
- Install, configure, image, replace, and troubleshoot end-user hardware and software in accordance with approved standards.
- Support endpoint connectivity, Wi-Fi, VPN, printing, conference-room technology, audio/video equipment, and other workplace technology services.
- Use remote-support tools to diagnose and resolve issues while protecting customer privacy and following security controls.
- Perform basic account administration and access support, including Active Directory tasks, password assistance, group or permission requests, and joiner/mover/leaver activities as authorized.
- Maintain accurate asset, device, and configuration records; coordinate equipment staging, deployment, collection, and return when needed.
Google Platform and Collaboration Support
- Support Google Workspace services, including Gmail, Google Drive, Docs, Sheets, Slides, Calendar, Meet, Chat, and shared drives.
- Assist users with sign-in, multifactor authentication, profile and group access, sharing permissions, file synchronization, browser configuration, and collaboration workflows.
- Use the Google Admin console or approved administrative tools to perform authorized user, group, device, and service-support activities.
- Troubleshoot Google Ch ome and ChromeOS-related issues, including extensions, profiles, updates, printing, and connectivity.
- Create and maintain user guidance and knowledge articles for common Google Platform and collaboration tasks.
Incident, Request, and Problem Support
- Apply sound troubleshooting methods: gather facts, reproduce issues when possible, test one change at a time, document findings, and verify the resolution with the customer.
- Recognize recurring issues and contribute information for problem management, root-cause analysis, and corrective or preventative actions.
- Support incident response and time-critical escalations by following communication, security, and emergency operating procedures.
- Coordinate with infrastructure, applications, identity, security, network, facilities, and vendor teams to restore service efficiently.
- Participate in service integration, verification, acceptance, deployment, and change-support activities as assigned.
Documentation, Security, and Continuous Improvement
- Create or update documentation where it is absent, outdated, or unclear, including standard operating procedures, knowledge articles, checklists, and troubleshooting guides.
- Follow corporate and department security policies, data-protection requirements, access-control procedures, and standard operating procedures.
- Protect confidential information and handle user, device, and access data only through approved tools and processes.
- Recommend improvements that strengthen the customer experience, service quality, supportability, monitoring, and operational efficiency.
- Coordinate with vendors as required and provide clear technical information to peers, leadership, and other departments.
- Perform other related duties as assigned; responsibilities may be changed or modified by the company as business needs evolve.
Knowledge, Skills, and Abilities
- Strong customer service, communication, and active-listening skills, with the ability to work effectively with a wide range of personalities and technical skill levels.
- Self-directed, organized, detail-oriented, and able to manage competing priorities in a queue-based support environment.
- Strong analytical and problem-solving skills, including the ability to make timely, fact-based decisions during stressful or time-critical situations.
- Ability to explain technical information in clear, non-technical language and to communicate effectively with users, technical teams, vendors, and management.
- Ability to follow established procedures for routine work while seeking guidance appropriately on new or complex assignments.
- Working knowledge of IT service management principles, ticket lifecycle practices, SLAs, escalation procedures, and ITIL concepts.
- Ability to author, review, and brief technical documentation using Microsoft Office or comparable productivity applications.
Experience and Qualifications
- One to two years of customer service, technical support, service desk, or related experience; equivalent experience may be considered.
- Basic-to-intermediate troubleshooting experience with Microsoft Windows, macOS, common Microsoft applications, Google Workspace, web browsers, and end-user hardware.
- Experience using ticketing systems, remote-support tools, knowledge bases, Active Directory, endpoint-management tools, or comparable technologies is preferred.
- Experience supporting a structured, SLA-driven, or 24/7 operations environment is preferred.
- Familiarity with networking fundamentals, identity and access management, endpoint security, and device lifecycle practices is preferred.
- Ability to participate in rotational on-call support, if required by the team or assignment.
- Ability to obtain and maintain a required security clearance, including TS/SCI or other customer-specific requirements, where applicable to the assignment.
Pay Transparency: To s